Technical Support Specialist at RapidDeploy

| Austin
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Join a purpose-driven, fast-growing enterprise software company that is working to transform 9-1-1.
 
The power to do remarkable things when it matters most is the heart of 9-1-1 and public safety. At RapidDeploy, we believe that regardless of size, geography or budget, everyone in public safety should have access to the data they need when it matters most to save more lives. That’s why, since 2016, our mission has been to reduce emergency response times and improve public safety. We are the industry’s only truly open and integrated emergency response platform with a portfolio of web-based cloud solutions that includes analytics, mapping, dispatch and first responder applications.
 
Over the past year, we have signed four state contracts and our software has been deployed in more than 350 9-1-1 centers across the U.S. We have increased our annual recurring revenue by more than 20X. We’re hiring passionate team members to help propel us into the next stage of growth.
 
 
As a Technical Support Specialist, you will play a key role in delivering stellar technical support. As an integral part of the Support team, you will guide our customers through technical troubleshooting, and exceed customer expectations with your knowledge and passion for RapidDeploy technology. You will act as the voice of the customer across the organization and ensure comprehensive issue resolution.
 
Because we provide 24-hour support, the shift hours are 3pm - 11pm CST. During onboarding your shift will be 9 am - 5pm CST.

What You'll Be Doing at RapidDeploy

  • Provide day-to-day support to our customers using Zendesk Support & Talk
  • Follow up with end-users to ensure a timely and satisfactory resolution has been delivered
  • Play an instrumental role in supporting escalated issues by acting as an internal customer advocate and a problem-solver 
  • Act as a representative of RapidDeploy to customers of diverse backgrounds, ensuring a positive experience with the RapidDeploy support organization
  • Own and proactively hit metrics and KPI’s
  • Own and bring to conclusion customer escalations by working with cross-departmental teams 
  • Participate in weekend and holiday on-call rotation as required 
  • Contribute to the development of How-To Guides and Knowledge Base articles 
  • Capture and help prioritize customer feedback
  • Participate in product issue resolutions and product enhancement efforts 
  • Develop an in-depth knowledge of all RapidDeploy products, processes and procedures 
  • Contribute to the vision and mission of RapidDeploy by helping where you can, as we are fast-growing technology company in a dynamic market environment 

 

What You'll Need to be Successful

  • 2+ years of proven success working directly with customers within a technology company 
  • Knowledge and experience in meeting and exceeding Support KPIs and critical Technical Support Metrics (CSAT, Time to Resolution (TTR), Backlogs, etc). 
  • Solid understanding of cloud Software-as-a-Service (SaaS) offerings, enterprise software, data analytics, and technology in general 
  • Customer-first mindset and ‘get it done’ approach
  • Demonstrated ability to provide exceptional technical support, both internal and external
  • Ability to appropriately prioritize and escalate customer issues 
  • Able to effectively tailor communication and style to differing audiences
  • A trustworthy contributor with a reputation for dependability and adherence to high ethical standards 
  • Strong analytical and problem-solving skills 
  • Strong technical aptitude and excellent communication skills, both verbal and written 
  • Excellent time management skills, a strong sense of urgency and flexibility to handle critical cases, including outside of regular business hours as needed 
  • Ability to communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and empathetically communicate customers’ pain points to internal RapidDeploy teams 
  • Self-motivated, energetic, proactive team player with innovative ideas, diplomacy and tact
  • Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly 

 

 

About RapidDeploy Inc.
- Raised Series A financing from GreatPoint Ventures, Samsung NEXT & Tao Capital 
- Strong revenue growth (20x+ in last 12 months) & huge recent customer wins (e.g., State of California)
- Fast-growing, passionate, mission-driven team – we care about saving lives through technology!
- Offices in Austin, TX and Cape Town, South Africa 
- Medical, dental, and vision insurance options, with benefits that kick in on your first day! Benefits are highly subsidized by RapidDeploy Inc. 
- In addition to 8 observed holidays, RapidDeploy employees receive 20 days of PTO and unlimited sick leave. 
 
RapidDeploy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status
 
Notice: RapidDeploy’s hiring policy prohibits hiring from existing or prospective customers.
 

 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Microsoft SQL ServerDatabases

Location

RapidDeploy has a new HQ! Located downtown on 7th and Brazos, we are neighbors with Austin's most infamous attractions.

An Insider's view of RapidDeploy

What’s the vibe like in the office?

The vibe in the office is very easy-going. We have snacks, a ping-pong and pool table, and an open-door policy for collaboration.

Lacey

Marketing Manager

What makes someone successful on your team?

Success on our team is all about how well you collaborate to solve problems. Although each team member has individual responsibilities, architecture, design, code reviews, and troubleshooting tasks are shared among the team. This takes concise, effective communication delivered in a manner that makes everyone feel like a valued contributor.

Chad

Engineering Manager

What is your vision for the company?

We are building an ecosystem to enable every part of the public safety workflow, from 9-1-1 to disaster response, to improve situational awareness of first responders and reduce response time. We believe that every public safety agency, regardless of size, geography or budget, should have access to cutting edge, life-saving technology.

Steve

Co-Founder & CEO

What are RapidDeploy Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Acme's health insurance policy covers up to 75% of out of pocket expenses.
Life Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Acme Co. also provides 4 weeks of leave for the secondary caretaker.
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
RapidDeploy covers the cost of parking for all employees, as well as offers Transportation Spending Accounts.
Company Outings
Acme Co. hosts company outings Monthly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per month.
Parking
We offer employees Free on-site garage parking.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
Online course subscriptions available
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